Frequently Asked Questions

Welcome to Kids Beds Online, one of the UK’s leading online stores selling children’s beds and accessories. We’ve helped thousands of kids to sleep soundly at night since our inception over twenty years ago, and we want to make the ordering process as simple as possible for you, their parents.

On this page, you can find answers to our regularly asked questions.

Delivery

How much does delivery cost?

Delivery costs a flat rate of £20.00 to most UK postcodes. However, please note that certain postcodes will incur a slightly higher delivery charge of £30.00, reflecting the extra costs of delivering to these locations. You can find the full list of postcodes with a higher delivery charge in the answer below. These charges apply equally to all items, including beds, mattresses, and accessories, so you can easily calculate the total cost of your order without any unexpected surprises.

How soon will my bed be delivered?

The average delivery time frame is approximately 2 to 3 working days, however, please check the product page for an accurate delivery timeline, as this can vary with the manufacturer’s schedule. After placing your order, we utilise the manufacturer’s delivery services to ensure you receive your goods promptly. The evening before your delivery, a text and email will provide an estimated delivery time, although please note this is for guidance only and not guaranteed. Our approach, using the manufacturer’s agents, significantly reduces the handling of parcels, ensuring your items are treated with the utmost care and a smooth delivery process.

Please be aware that due to higher delivery costs, certain postcodes incur a surcharge of £30.

For orders to these specific areas – EX, PA1-PA19, FK, KY, DD, G, EH, TD, DG, KA, ML, SY10, SY15-25, IV1-6, IV12, IV13, IV30-32, IV36, PH1-26, TR, PL, TQ, AB, SA14-17, SA19-20, LL15-19, LL21, LL23 – we kindly ask you to place your order over the phone.

Additionally, extreme area surcharges of £80.00 apply to postcodes IV7-11, IV14-28, IV40-49, IV51-56, IV63, KW, PH31-44, PH49-50, SA30+, LL22, LL24-49, LL51-78, PA20+.

What should I do to prepare for the delivery?

To ensure that your delivery process is as smooth and hassle-free as possible, we recommend clearing the area where your new bed will be placed and the access points to it e.g. hallways, stairs and front entrance. This will allow our two-man delivery team to safely and efficiently drop off your item in the designated room of your choice.

Additionally, if you require assistance assembling your new bed, we offer a build-up service on some products. You can opt for this service by adding it at checkout.

Will I get a time for delivery?

Yes, the night before your scheduled delivery, you will receive both a text message and an email from the delivery company, providing you with an estimated delivery time. Please keep in mind that this time is not guaranteed but is given as guidance to help you plan your day. We strive to adhere to these times as closely as possible, but unforeseen circumstances can occasionally cause changes. We appreciate your understanding and flexibility.

Can I specify a day for delivery?

You will receive an email offering a weekday delivery date, but if you prefer, you can specify a desired delivery date in the ORDER NOTES box at the time of order on some products.

Do you bring the bed inside the home?

Yes, our delivery service includes bringing the bed inside your home. Our two-man delivery team will carefully transport your new bed to the room of your choice, ensuring it reaches its designated spot safely and efficiently. We understand the importance of convenience and strive to make the delivery process as seamless as possible for our customers. Please ensure that the path to the room is clear of any obstacles to help facilitate a smooth delivery.

Do you assemble the bed (or offer an assembly service)?

Yes, we do offer an assembly service for some products for your convenience. Upon delivery of your new bed, our team can provide professional assembly, ensuring it’s set up safely and correctly. To take advantage of this service, simply select the assembly option at checkout if available or get in touch with us as soon as possible after your purchase to arrange it. This service is designed to make your experience as hassle-free as possible, allowing you to enjoy your new bed without worrying about the setup.

Can I assemble the bed myself?

Our beds all come with assembly instructions,  and we believe that most of our customers can assemble them without any issues. However, if you do require assistance, we offer an assembly service for a small fee to ensure your bed is put together safely and correctly. Additionally, if you have any questions or concerns about the assembly process, please feel free to contact our customer service team who will be happy to assist you.

What should I do with my old bed and/or mattress?

Unfortunately, we do not offer a removal service for your old bed and/or mattress. However, we understand the importance of responsibly disposing of these items. We recommend referring to the detailed guide by Which? on how to dispose of a mattress, which you can find at https://www.which.co.uk/reviews/mattresses/article/how-to-dispose-of-a-mattress-avTxg0t48NMG.

Ordering

How can I place an order?

Placing an order with us is straightforward and secure. You can browse our extensive catalogue of children’s beds and accessories directly on our website. When you’ve located the perfect bed for your child, simply add it to your basket. You’ll also find additional items such as mattresses or gaming desks to complete your child’s bedroom.

Once you’re ready, proceed to checkout where you can enter your details, select your preferred payment method, and finalise your purchase. If you encounter any issues or have any questions during the ordering process, please do not hesitate to contact our customer service team for assistance. We’re here to ensure that your shopping experience is as easy and pleasant as possible.

Can I change my order?

Yes, if you change your mind about your order, you can change it. If this happens, we encourage you to contact our customer service team as soon as possible to discuss your options. Please note that changes are subject to stock availability and may impact the delivery timeline.

However, if the order has already been dispatched or you decide to change your mind after delivery, please be aware that the item can only be returned, not exchanged. We aim to make this process as straightforward as possible, offering guidance on how to return the product in a condition that allows us to accept it back. For more detailed information on our returns policy and instructions on how to initiate a return, please visit this page or get in touch with customer support.

Customer Service

Who can I contact about my order?

You can speak with our team via email ([email protected]) or by phone (01484 957337). Alternatively, you can submit a question via our contact form, or speak to a live agent via our web chat.

I haven’t received my order confirmation. Who can I contact?

Firstly, don’t worry. This is likely nothing more than a typo in your email address or a glitch in our system.  Contact our customer service team by email, phone (01484 957337), or web chat and we’ll be happy to assist you in getting a copy of your order confirmation. It’s always a good idea to check your spam folder as well, just in case the email ended up there.

Refunds & Exchanges

How do I get a refund?

To obtain a refund, items must be returned within 14 days in their original, unopened condition with packaging seals intact. Returns should ideally be sent with postal insurance as we’re not liable for damages in transit. Opened or partially assembled items cannot be accepted for returns. If you wish, we can arrange collection on a preferred day; this service is chargeable. Refunds are processed after inspection in our warehouses.

Our 14-day money-back guarantee aligns with the Consumer Contract Regulations 2013, allowing cancellation within this period for a full refund, including delivery charges. If items have dispatched, return costs are your responsibility, except for manufacturing faults where we’ll arrange a free return. For manufacturer defects or missing parts, email [email protected] with evidence and we’ll seek to replace them promptly. Note, we may not stock spare parts for all products and some replacements can take up to 7 days or longer for made-to-order items.

For full details, refer to our Terms and Conditions and Returns page.

How long will I wait before I receive a refund?

Refunds are typically processed within 2-3 working days from the date we receive the returned item at our warehouse. However, during peak times, this process might take slightly longer. Once the refund has been processed, it will be credited back to the original method of payment used for the purchase.

Please note, depending on your bank, it might take an additional 3-5 working days for the funds to reflect in your account. If you have any concerns or questions about the status of your refund, please do not hesitate to contact our customer service team for assistance.

I’ve changed my mind. Can I exchange my bed for a different one?

No, unfortunately, we cannot offer an exchange for a different bed if you’ve changed your mind. Our policy allows for returns within the specified timeframe, after which you can place a new order for your preferred bed. Please refer to our returns policy for guidance on how to return your product, and feel free to contact our customer service team for any assistance with placing your new order.

My order was damaged in transit. How do I arrange a return?

If you notice defects, significant marks, or damage upon opening your package, it is crucial to notify us as soon as possible by emailing [email protected]. Please attach a picture of the damaged or defective item(s) in your email, as this visual evidence is essential for us to secure replacement parts from the manufacturer. In case of missing parts, email us with the specific part number (referenced in your assembly instructions) and the required quantity. For oversized replacement items, please inform us of an appropriate day for delivery.

Note that we do not keep spare parts for all our products in stock. If an order for a part is necessary, we will promptly inform you of the expected delivery date, which typically does not exceed 7 days, although it may be longer for made-to-order items. Rest assured, we strive to minimise this waiting period.

Guarantees

Do your beds come with a guarantee?

All our beds come with a minimum 12-month guarantee, providing you with peace of mind and assurance of quality. We understand the importance of investing in products that stand the test of time, which is why certain brands within our range extend their guarantee up to an impressive 5 years.

To learn more about the guarantee specifics for a particular bed, we recommend referring to the product page. Alternatively, if you have questions or need clarification on the guarantee terms, our customer service team is always here to help. You can contact us via email, phone, or our web chat service.

Do I need to register my products?

No, there is no requirement to register your products after purchase. Our products automatically come with a guarantee from the date of delivery, covering you for any manufacturing faults or issues that may arise during this period. Rest assured, should you encounter any problems, simply contact our customer service with details of your order and the issue at hand. We are committed to resolving any concerns swiftly.

Finance

Do you offer interest-free finance?

Yes, we’re pleased to offer our customers the flexibility of financing their purchases through interest-free finance options, including ClearPay, Laybuy, and PayPal. These services provide you with the convenience of spreading the cost of your purchase over several payments, making it easier to manage your budget while still getting the products you love.

Each provider has its own set of terms and conditions, so we recommend reviewing these to find the option that best suits your needs. For more details on how to use these finance options for your purchase with us, please contact our customer service team for personalised assistance.

Product FAQs

Advice

What size bed does my child need?

The appropriate bed size for your child largely depends on their age, as well as the available space in your home.

1. For newborns to 2-year-olds, a Cot Mattress measuring 120cm x 60cm (or 47″ x 23″) is recommended.
2. Children aged 2 to 4 years should ideally transition to a Cot Bed Mattress, which is typically 140cm x 70cm (or 55″ x 27″).
3. From the age of 4 years onwards, a Small Single Mattress (190cm x 75cm or 6’3″ x 2’6″) or a Single Mattress (190cm x 90cm or 6’3″ x 3′) can be considered suitable.
4. For children aged 8 and above, a Small Double Mattress (190cm x 120cm or 6’3″ x 4′) may offer additional comfort and space for growth.
5. As your child gets older,  you may also want to consider the width and length of the bed. For taller children or teens, a longer Single Mattress (200cm x 90cm or 6’7″ x 3′) or a Small Double Mattress (200cm x 120cm or 6’7″ x 4′) may be more suitable.

Ultimately, it’s important to choose a bed size that allows enough room for your child to sleep comfortably and safely.

I need a child’s bed, but where do I start?

Choosing the right bed for your child can seem like a daunting task, but by focusing on key considerations, you can make an informed decision. Start by assessing the size of the room to ensure there’s ample space for the bed along with essential furniture like wardrobes or desks. Consider your child’s current height and anticipated growth over the next few years, as this will influence bed size choice. Additionally, think about your child’s sleep habits and activity level. If they tend to move a lot in sleep, a larger bed could provide a safer and more comfortable rest.

Safety features are paramount, especially for younger children. Look for beds with sturdy construction and, if considering bunk beds or high beds, ensure they have proper guardrails. Storage options can be beneficial for keeping clutter at bay, so beds with built-in storage or drawers underneath can be a smart choice. Lastly, involve your child in the decision-making process to select a bed that they feel happy and comfortable with, ensuring it fits well within your budget and meets all safety standards.

At what age can a child use a bunk bed?

Bunk beds are a fun sleeping solution for children who have siblings or regularly have their friends around. Bunk beds are best suited for those aged between 4 and 16 years, however, only children aged 6 years and above should use the top bunk to guarantee safety. Factors like the stability and height of the bed, as well as the child’s maturity and ability to follow safety rules, should also be considered.

If you’re wondering when your child can transition to a highsleeper, most manufacturers recommend that a child is aged 6 and above, as by this age the risks are greatly reduced.

How safe are your kids’ beds?

Safety is our top priority when it comes to kids’ beds. All our products undergo rigorous testing to meet and exceed UK safety standards (BS EN 747). Features such as secure guardrails on all elevated beds, robust ladder grips, and sturdy bed frames are standard to ensure maximum safety. For questions about safety, refer to the individual product page or get in touch and we’ll share the details with you.

How often should you replace a child’s mattress?

The lifespan of a child’s mattress is crucial for ensuring they receive adequate support as they grow. Due to the shifts in a child’s developmental needs, we recommend a structured approach to mattress replacement:

• For children aged 3-10 years, it’s advisable to replace their mattress every three years. This period is marked by significant physical growth, and regular updates can help in accommodating their changing support needs.

• Between the ages of 10-16 years, a child’s mattress should ideally be changed every five years. Even as growth rates vary during these years, ongoing support for their developing bodies is essential for a good night’s rest.

Implementing this schedule can help maintain optimal sleep quality and posture alignment throughout your child’s key developmental phases.

How can I transition my child from a cot to a toddler bed?

Transitioning your child from a cot to a toddler bed is an important milestone that signifies their growth and development. Typically, this transition occurs around the age of 2 to 3 years. However, readiness can vary from one child to another, with key indicators including the child’s ability to climb out of the cot or if they have simply outgrown it.

Here are some valuable tips for making the transition smoother and more comfortable for your child:

• Involve Your Child: Allow your child to be part of the process. This could include selecting the bed or the bedding which can make the new bed seem more appealing and exciting.
• Maintain Routine: Preserve the bedtime routine to provide continuity and comfort. This helps reinforce a sense of normalcy despite the change in their sleeping arrangement.
• Safety First: Ensure the chosen bed is low to the ground to mitigate the risk of falls. You might also want to add bed guards for additional safety during the initial transition period.
• Familiar Environment: Keep the bedtime environment familiar. Placing the new bed in the same location as the cot and using the same bedding (if possible) can ease the transition.
• Stay Positive: Change can be as unsettling for parents as it is for children. Stay positive and patient, as it may take a few weeks for your child to fully adjust to their new bed.

Remember, each child adjusts to change differently; some may take to their new bed immediately, while others need more time. This transition is not just about a new bed; it’s about helping your child feel secure and comfortable with change.

Which bed would suit siblings who share a room?

When siblings share a room, choosing the right bed can maximise the available space and ensure both children feel comfortable. These include:

• Bunk beds are an excellent option for siblings, offering a fun and space-saving solution that appeals to children of various ages.
• Twin beds placed side by side provide personal space for each child while maintaining symmetry in the room’s layout.
• Trundle beds feature a second bed hidden underneath the first that can be pulled out as needed, perfect for sleepovers or providing flexible sleeping arrangements without permanently occupying extra space.

Maintenance

How should I care for my new bed?

Caring for your new bed not only ensures its longevity but also maintains a healthy sleeping environment for your child. Here are some practical tips to keep the bed in top condition:

• Regular Cleaning: Wipe down the bed frame every few weeks with a mild detergent and a soft cloth to prevent dust build-up. For wooden frames, use a specific wood cleaner to maintain the finish.
• Mattress Care: Rotate the mattress every three to six months to ensure even wear and prolong its life. Use a waterproof protector to safeguard against spills and accidents, and vacuum the mattress periodically to keep it dust-free.
• Check for Wear and Tear: Regularly inspect the bed for any signs of wear, such as loose bolts or worn-out slats, and address them promptly to prevent accidents and maintain structural integrity.
• Avoid Jumping on the Bed: Encourage your child to understand that jumping on the bed can weaken its structure and potentially cause harm.
• Use Weight Appropriately: Adhere to the manufacturer’s recommended weight limits for the bed, especially for bunk beds and highsleepers, to ensure safety and prevent damage.

By following these simple maintenance steps, you can help extend the life of your child’s bed and create a safe, comfortable sleeping environment.

Can’t find what you’re looking for? Get in touch with our friendly team for advice.